Senior Quality Analyst – Health Coaching

About the Role

What You’ll Own

Quality Framework

• Build and continuously improve the Health Coach quality scorecard.
• Define critical, major and minor quality failures.
• Establish audit-sampling plans across coaches, member segments, programme stages and risk categories.
• Ensure the scorecard evaluates clinical accuracy, coaching effectiveness, member experience, documentation and safety.
• Update quality standards as MetaGO’s protocols, services and member journey evolve.

Audits and Calibration

• Conduct audits for complex, escalated, high-risk or disputed cases.
• Review potential clinical misinformation, missed red flags and professional-scope violations.
• Lead regular calibration sessions so all Quality Analysts interpret standards consistently.
• Review Quality Analyst decisions and resolve scoring disagreements.
• Ensure audits remain developmental and evidence-based rather than becoming box-ticking exercises.

Performance Improvement

• Conduct root-cause analysis for recurring quality failures, escalations, complaints and member drop-offs.
• Create corrective action plans in partnership with Health Coaching managers and Trainers.
• Track whether feedback and corrective actions result in sustained improvement.
• Identify whether issues originate from individual performance, unclear SOPs, training gaps, tools or process design.
• Recommend changes to scripts, workflows, coaching protocols and documentation standards.

Team and Stakeholder Management

• Mentor and guide Quality Analysts.
• Support onboarding and quality certification for new Quality Analysts.
• Present quality trends, risks and recommendations to leadership.
• Partner with the Clinical team when standards require medical interpretation or approval.
• Work with Trainers to convert quality trends into targeted learning interventions.
• Collaborate with Operations and Product teams to improve workflows and coaching tools.
• Support Health Coach managers with evidence-based performance insights.

Reporting and Governance

• Overall and parameter-level quality scores
• Critical-error and missed-escalation rates
• Documentation compliance
• Repeat-error trends
• Coach-wise and team-wise performance
• Corrective-action completion
• Calibration variance
• Member complaints and experience trends
• Quality improvement after training
• Process and SOP gaps

Mandatory Qualifications

• Bachelor’s or master’s degree in Clinical Nutrition, Dietetics, Food and Nutrition or an equivalent nutrition discipline; a master’s degree is preferred.
• Applications without a formal nutrition or dietetics qualification will not be considered.
• 4+ years of experience in clinical nutrition, medical weight management, health coaching or chronic-disease programmes.
• Experience in quality assurance, clinical audits, case reviews or coaching-team supervision.
• Strong knowledge of obesity, diabetes, metabolic health, behaviour change and GLP-1-supported care.
• Strong understanding of professional boundaries and medical-escalation requirements.
• Experience designing scorecards, analysing trends and presenting quality insights.
• Ability to deliver difficult feedback fairly and constructively.
• Strong problem-solving, reporting and stakeholder-management skills.
• Previous experience mentoring Quality Analysts or Health Coaches is preferred.

What Success Looks Like

• Quality standards are clear, clinically responsible and consistently applied.
• Critical risks and missed escalations are detected early.
• Audit decisions remain consistent across the quality team.
• Recurring coaching errors reduce over time.
• Training interventions produce visible improvement in quality scores.
• Leadership receives clear insights—not only audit numbers.
• Members experience dependable coaching quality across the programme.